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HCM Service: Expectations vs. Realities
Discover the differences between HCM service expectations and realities, in this interactive infographic

Are you happy with the service provided by your HR technology vendor? Research shows that many people are not. This dissatisfaction calls for a need to explore new approaches to customer service assessments from both current and future human capital management (HCM) software providers.

When evaluating HCM services, it’s most common to focus on product functionality as the primary factor. However, research indicates that it’s customer service—not product functionality—that tends to have the greatest impact on an organization’s long-term satisfaction and overall success with a provider. Not investigating a vendor’s customer service results in a regretful choice and a need for change. In fact, 65% of HCM decision makers wish they had done more research on a vendor’s customer service.

So, what exactly makes for a satisfactory customer service? The fact of the matter is that human capital management software buyers are truly looking for a partner. They want to do business with a vendor that they can trust and rely on unconditionally. This includes the option of human-to-human help, rather than only having a computer or website for a resource. This larger consultative role will give decision makers the push they need to form a solid partnership with their vendor.


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